Support Specialist, R1
Airbnb · Posted Oct 26
Short-term home rentals, boutique hotel bookings, travel experiences, and hosting services
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About the role
Airbnb's Customer Support team serves as the initial point of contact for its global community, aiming to provide accessible support, faster first-time resolution, and help in urgent situations. Resolution Specialists work within the volume tiers handling inbound and outbound calls, messages, and emails. This role, based in Gurgaon and primarily supporting North America time zones, focuses on resolving customer complaints, mediating between users, and troubleshooting issues using existing knowledge resources.
What you will do
- Provide courteous and efficient service to the worldwide Airbnb community
- Be a first point of contact to handle and resolve customer complaints
- Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations
- Identify and escalate issues appropriately
- Compose thoughtful and accurate messages or customize prepared responses to customer emails
- Utilize available resources to research and troubleshoot problems effectively
- Investigate from the existing knowledge resources to provide resolution
- Mediate situations between users with empathy and fairness
- Monitor and control numerous concurrent tasks in tandem
- Be ambassadors embodying knowledge, empathy, and accountability
- Proactively strive to meet targets and goals independently
- Inbound and outbound calling process, messages and email support
- Resolving customer queries in a timely manner
- 24x7 shifts with rotational week offs, primarily supporting North America time zones
- Navigate competing priorities in all kinds of environment
Skills used in this role
What the employer is looking for
- Graduate with minimum 2 years of international voice process experience in a contact center/BPO
- Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
- Ability to manage sensitive customer information
- Knowledge of functional key performance metrics related to customer experience
- Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.
- Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed.
- Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated.
- Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.
- Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period.
- Work from designated home office setups in Delhi/Gurgaon only
Benefits and support
- Compensation and benefits are detailed in the job posting
About Airbnb
Airbnb operates a premier global online marketplace that connects travelers with hosts offering unique lodging accommodations, boutique hotels, and curated experiences worldwide. The platform enables millions of people to monetize their spaces and discover authentic local travel experiences across more than 220 countries and regions. By blending community-driven hospitality with innovative AI-powered tools, Airbnb has redefined the modern travel and sharing economy.
- Industry
- Travel
- Company size
- 8000+ employees
- Founded
- 2008
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $3.07B raised
- 2020-04-06Series E$1B
- 2020-04-01Private Equity$1B
- 2015-06-29Series D$1.5B
- 2014-04-16Series C$475M
- 2011-07-24Series B$112M
- 2010-11-01Series A$7.2M
- 2009-01-01Seed$600K
Leadership
Co-Founder and Chief Executive Officer
Co-Founder
Co-Founder and Chief Strategy Officer
Recent coverage
Fox Business
Airbnb Overhauls House Rules, Banning Heavy Checkout Chores Like Stripping Beds2026-10-22
Airbnb Newsroom
Airbnb Expands Grocery Delivery with Instacart Across US and Canada2026-09-22
Airbnb Newsroom
2026 Summer Release: Introducing New Airbnb Services, AI Travel Tools, and Hotel Offerings2026-05-20